HUBUNGAN TUJUAN PERBANKAN SYARIAH, KEPUASAN DAN LOYALITAS NASABAH

Dwi Budi Srisulistiowati; Dovina Navanti; Sri Rejeki; Rina Destiana

doi:10.29040/jie.v8i1.10638

HUBUNGAN TUJUAN PERBANKAN SYARIAH, KEPUASAN DAN LOYALITAS NASABAH

Dwi Budi Srisulistiowati, Dovina Navanti, Sri Rejeki, Rina Destiana

Abstract

Tujuan Perbankan Islam didefinisikan dengan baik sebagai konsisten dengan Syariah, karakterisasi unik dan tujuan perbankan syariah mencakup penawaran bisnis yang selaras dengan hukum Syariah. Bank syariah menawarkan layanan yang melayani kepekaan agama, misalnya, menghormati kewajiban finansial dan moral kepada Tuhan dan pemangku kepentingan. Penelitian ini bertujuan menguji hubungan antara tujuan perbankan syariah dengan kepuasan nasabah, dan loyalitas nasabah. Penelitian ini menggunakan pendekatan kuantitatif. Teknik pengumpulan data yang digunakan adalah dengan menyebarkan kuesioner yang diperoleh sebanyak 270 responden. Dalam penelitian ini yang menjadi populasi adalah nasabah Bank Syariah Indonesia riil yang membuka rekening bank dan menjadi nasabah dengan cara menabung selama minimal 1 tahun, Dan teknik analisis menggunakan software Smart PLS. Hasil penelitian ini telah membutikan bahwa H1 tujuan perbankan syariah berpengaruh terhadap loyalitas. H2 tujuan perbankan syariah berpengaruh terhadap Kepuasan. Dan H3 kepuasan berpengaruh terhadap loyalitas.
Kata Kunci: Tujuan Perbankan Syariah, Kepuasan, Loyalitas

Full Text:

PDF

References

Aldeehani, T. M. (2018). Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect Talla. - Business and Economic Horizon, 4(2).

Ali, J. (2023). Islamic Banking Loyalty in Indonesia : the Role Brand Image , Promotion , and Trust. 12(1), 75–102. https://doi.org/10.22373/share.v12i1.15338

Alrubaiee, L., & Al-Nazer, N. (2010). Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Customer’s Perspective. International Journal of Marketing Studies, 2(1), 155–174. https://doi.org/10.5539/ijms.v2n1p155

Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627

Apriliani, F. (2018). Pengaruh Relatioship Marketing Terhadap Kepuasan dan Loyalitas Nasabah (Studi pada Nasabah Bank Syariah Mandiri KC Bandar Jaya). Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 17(1), 85042.

Assanangkornchai, S., Talek, M., & Edwards, J. G. (2016). Influence of Islam and the globalized alcohol industry on drinking in Muslim countries. Addiction, 111(10), 1715–1716. https://doi.org/10.1111/add.13284

Bilal, M. (2019). Issues and challenges in contemporary a ff ordable public housing schemes in Malaysia Developing an alternative model. https://doi.org/10.1108/IJHMA-11-2018-0091

Echchabi, A., & Abd. Aziz, H. (2014). Shari’ah issues in Islamic banking: a qualitative survey in Malaysia. Qualitative Research in Financial Markets, 6(2), 198–210. https://doi.org/10.1108/QRFM-12-2012-0035

Echchabi, A., & Olaniyi, O. N. (2012). Malaysian consumers’ preferences for Islamic banking attributes. International Journal of Social Economics, 39(11), 859–874. https://doi.org/10.1108/03068291211263907

Febriani, A., & Putri, S. A. (2020). Segmentasi Konsumen Berdasarkan Model Recency, Frequency, Monetary dengan Metode K-Means. JIEMS (Journal of Industrial Engineering and Management Systems), 13(2), 52–57. https://doi.org/10.30813/jiems.v13i2.2274

Ghozali, I. (2016). Aplikasi analisis multivariete dengan program (IBM. SPSS). Universitas Diponegoro.

Haron, R., Abdul Subar, N., & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3–23. https://doi.org/10.1108/ies-12-2019-0041

Imam, P., & Kpodar, K. (2013). Islamic banking: How has it expanded? Emerging Markets Finance and Trade, 49(6), 112–137. https://doi.org/10.2753/REE1540-496X490607

Karim, K., Ilyas, G. B., Umar, Z. A., Tajibu, M. J., & Junaidi, J. (2022). Consumers’ awareness and loyalty in Indonesia banking sector: does emotional bonding effect matters? Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-03-2022-0092

Kinasih, H. W., Isthika, W., & Oktafiyani, M. (2019). Pengukuran Kualitas Perbankan Syariah Sebagai Upaya Dalam Peningkatan Kesetiaan Nasabah. Jurnal Akuntansi Indonesia, 8(1), 75. https://doi.org/10.30659/jai.8.1.75-88

Kotler, P. (1994). Marketing Management: Analysis Planning Implementation and Control. Journal of Retailing, 88(3)(11), 323–342.

Lone, F. A. (2018). Comparative Analysis of Customer Satisfaction towards Islamic and Conventional Banking : An Empirical Study from Saudi Arabia. January.

Moosa, R., & Marx, B. (2023). Customer Selection Criteria : Islamic Banks In South Africa Article history : Keywords : Islamic Banking ; Selection Criteria ; Gender ; Customer Selection Criteria : Islamic Banks in South Africa The global Islamic finance industry is estimated to be wor. April, 1–20.

Nomran, N. M., & Haron, R. (2021). Financial Performance in Islamic Banking and Shari’ah Supervision under Interventionist Regulatory Approach: A System-GMM Dynamic Panel Analysis. Turkish Journal of Islamic Economics, 8(1), 59–86. https://doi.org/10.26414/a095

Novitasari, D., Asbari, M., & Sasono, I. (2021). Analisis Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja: Studi Kasus pada Karyawan Industri Manufaktur. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(1), 117–130. https://doi.org/10.36407/jmsab.v4i1.268

Rahayu, S., Hati, H., Iwani, N., Putri, S., Wibowo, S., & Safira, A. (2021). Brand familiarity vs pro fi t-sharing rate : which has a stronger impact on Muslim customers ’ intention to invest in an Islamic bank ? May. https://doi.org/10.1108/JIMA-08-2020-0247

Sofyan, A. S., Yunus, A. R., Muslihati, M., Anwar, N., & Saidy, E. N. (2021). Local Economic Practices in Developing Islamic Financial Products in Indonesia. Al-Tijary, 6(2), 141–163. https://doi.org/10.21093/at.v6i2.2946

Subagiyo, R., Mutafarida, B., Nur Asiyah, B., Bachtiar, J., & Fauzan, F. (2022). Islamic Bank Customer Loyalty: An Analysis of Griffin’s Theory and Relevant Research. ULUL ALBAB Jurnal Studi Islam, 23(1), 42–69. https://doi.org/10.18860/ua.v23i1.15892

Tat, H. H., Balasubramaniam, S., Chin, T. A., Rasli, A., & Jusoh, A. (2011). The Moderation Effect of Gender : A Case Study at an International Airport in Malaysia Tat , Balasubramaniam , Chin , Rasli & Jusoh. 1(3), 155–161.

DOI: http://dx.doi.org/10.29040/jie.v8i1.10638